Our Commitment
At Rivium, we are committed to delivering exceptional homes alongside an exceptional customer experience. Every home is carefully planned, constructed, and inspected to meet our high standards of quality and craftsmanship.
We understand that, on occasion, concerns may arise. When they do, we are committed to listening, responding promptly, and working with you to achieve a fair and satisfactory resolution.
Before You Contact Us
If you have a question or concern regarding your property, we encourage you to contact us as soon as possible. Many issues can be resolved quickly through direct communication, allowing us to provide the most efficient solution.
To help us investigate your enquiry, please include:
- Your full name
- Property address
- Contact details
- A clear description of your concern
- Relevant photographs (where applicable)
- Any previous correspondence or reference numbers
What Is a Complaint?
A complaint is when a customer contacts us with an expression of dissatisfaction, however made, about the standard of service, an action or lack of action by Rivium, our staff, or anyone acting on our behalf, where this affects an individual or group of individuals.
What Is Not a Complaint?
There are some matters we cannot deal with through our complaints procedure. These include:
- A routine first-time request for a service.
- Issues with your mortgage lender.
- Unreasonable or vexatious complaints.
- An issue that occurred more than twelve months before Rivium, or the individual concerned, was first made aware of it, unless it relates to health and safety.
- An attempt to reopen a previously concluded complaint, or to reconsider a complaint where we have already given our final decision following Stage Two, or where the complaint has been determined by your warranty provider's dispute and resolution service.
Our Complaints Procedure
Should you wish to make a formal complaint, Rivium follows a three-stage process designed to ensure every concern is reviewed fairly and consistently.
Stage One – Initial Review
Please submit your complaint in writing through our website contact form, including all relevant information about your concern.
Once received, we will:
- Acknowledge your complaint within 2 working days
- Review the information provided
- Investigate the matter with the relevant departments
- Aim to provide a full response within 10 working days
If additional time is required due to the complexity of the investigation, we will keep you informed and provide regular progress updates.
Stage Two – Complaint Escalation
If you are dissatisfied with our initial response, you may request that your complaint be reviewed by a senior member of the Rivium management team.
A fresh review will be carried out independently of the initial investigation, taking into consideration all available information.
We aim to provide a response within 10 working days of receiving your escalation.
Stage Three – Final Review
If your concern remains unresolved following Stage Two, your complaint may be referred for a final internal review by Rivium's senior leadership.
This review represents our final stage of the internal complaints process. A written response outlining our final position will be provided after a full assessment of the matter.
If after progressing through the above 3 stages, we have not been able to reach an amicable solution, you may wish to refer to your specified Ten-Year Warranty provider’s dispute and resolution service.
Our Commitment Throughout the Process
During every stage of the complaints procedure, Rivium will:
- Treat all complaints fairly and respectfully.
- Communicate openly and professionally.
- Keep you informed of progress.
- Investigate concerns impartially.
- Work towards an appropriate and practical resolution.
- Use customer feedback to continually improve our homes and services.
Response Times
Our typical response times are:
- Complaint acknowledgement: within 2 working days
- Initial investigation outcome: within 10 working days
- Escalated review: within 10 working days
Where additional investigations are necessary, we will explain the reason for any delay and provide revised timescales.
Warranty & Aftercare
Following legal completion, your home is covered by the applicable new home warranty together with Rivium's customer aftercare service.
Warranty-related matters will be assessed in accordance with the terms of your warranty provider and accepted industry standards where applicable.
Privacy
All complaints are handled confidentially and in accordance with our Privacy Policy and applicable UK data protection legislation. Information provided will only be used for investigating and resolving your enquiry.
Contact Rivium
For any questions, concerns, or to submit a complaint, please contact us through the details below:
Contact Customer Care
0333 110 0333
We value your feedback and appreciate the opportunity to resolve any concerns promptly and professionally.